TSA uses mobile to gauge confidence in air travel security
January 5, 2010
Service with a smile
A new iPhone application, Survey on the Spot, is letting travelers voice their thoughts on Transportation Security Administration screenings.
After a security screening, the application uses the iPhone’s GPS to identify the consumer’s location. Consumers are then asked to fill out a questionnaire, which will be shared with the TSA and the general public.
“Survey on the Spot was designed to provide in-the-moment feedback for service organizations to gather insight on their customers’ experiences,” said Ken Kimmel, president of On The Spot Systems, Newton, MA. “It engages the customer, allowing him or her to provide feedback on their experience immediately.
“It also enables the service provider to gain valuable information and respond in a timely manner,” he said.
On The Spot Systems is a developer of mobile and Web products that enable businesses to gather information and to provide their customers with information, coupons and rewards that they access while they are on the business’ premises.
Safe travels
Instant gratification
Survey on the Spot is a subscription-based service for restaurants, retailers and other businesses that need real-time customer feedback.
Pricing for On The Spot Systems’ basic service for 10 or fewer locations starts at $30 per month, per location.
Mr. Kimmel said there are several restaurants and other businesses in the Northeast preparing to launch Survey on the Spot.
The company plans to officially introduce the product to the hospitality industry this quarter.
The application provides air travelers with access to a questionnaire that has previously been used by the TSA to rate screening procedures and gauge consumer confidence in the security of air travel.
Forum for thoughts
Mr. Kimmel said launching the TSA survey was inspired by the foiled terror attempts that occurred in late December.
There is no cost to complete the TSA survey.
Using the iPhone’s GPS, the application will identify the airport the consumer is departing from and allow them to begin the survey.
The survey can also be accessed on other smartphones, such as Google’s Android and Research In Motion’s BlackBerry, by using the mobile Web browser to go to http://surveyonthespot.com and entering the TSA survey code, as well as the city and state of the traveler's departure.
The survey can also be accessed via the PC Web.
Mr. Kimmel said the mobile survey is about convenience to consumers.
“Every day consumers are using their mobile devices to centralize information and communications,” Mr. Kimmel said. “It's easier, more convenient and quicker to fill out a survey on a mobile device on the spot rather than going to an online or printed survey after the fact.”